Simple

Frequently Asked Questions

What is Prepaid Electricity?

With prepaid electricity, you pay in advance for your electricity. Similar to
prepaid cell phones, you can pay in advance for a few days or a few weeks – whatever
fits your budget. Power House Prepaid keeps you out of billing cycles, deposits,
or credit checks. Pay as much or as little as you need to keep your power service
in place.

Why is prepaid electricity better?

With prepaid electricity, you pay in advance in small amounts for the
electricity you need. Prepaid avoids large monthly bills, deposits, credit checks, and uncertainty. With
prepaid, you purchase what you need, just before you are going to need it. You will get messages from
Power House when your balance gets low and you need to purchase more.

What is a REP?

A Retail Electric Provider is a person or corporation, generator, broker, marketer, or any other entity that is licensed by the Public Utility Commission of Texas to sell electricity to end-use customers over regulated transmission or distribution facilities.

What is the Electricity Facts Label or (EFL)?

The Electricity Facts Label is part of your Terms of Service Agreement and provides you with pricing, contract, fuel mix and emissions information regarding your electricity service.

What is a kilowatt-hour or kWh?

A kilowatt-hour (kWh) is a unit of measurement for electric energy. Most electric rates are priced by the kWh.

Why should I choose Power House Energy as my REP?

No deposit or contract

No ID or credit check

No termination fees or late fees

Pay only for electricity you actually use

How do I sign up?

Power House Energy offers several convenient options to sign up for prepaid services. Visit www.powerhousetx.com or just click here to get started. Call us toll free at 1-800-5-POWERH (1-800-576-9374) (toll–free Monday through Friday 8am to 5pm CST)
. Representatives are available to enroll you quickly and conveniently.

What do I need to sign up?

To become a Power House Energy customer you will need a valid email address
and/or a mobile phone that can receive text messages. You will need a minimum
advance payment to start service.

What is a Smart Meter?

The Smart Meter or AMS is a real-time monitoring device that allows for real–time billing, remote meter reads, remote connection and disconnection, and the ability for customers to monitor their usage history to better manage energy costs.Smart Meters provide a way to capture your electrical usage in 15-minute intervals and to communicate that usage back to your local electric distribution company. Unlike traditional electric meters that only measure total consumption, Smart Meters show when the energy was consumed.

Why do I need a smart meter to enroll in Power House Energy’s prepaid services?

To provide you with true up-to- date information about your energy usage and to accurately measure your purchased energy, a Smart Meter or AMS meter is required. Smart Meters measure your electrical usage in 15-minute intervals and communicates that usage back to your local electric distribution company. Smart meters make it easier for the electric distribution companies to restore power, giving people the opportunity to pay for power in advance.

Why do I need to provide my mobile phone number and/or e-mail address?

Power House will send you important time-sensitive information via text message and/or email; such as, balance reminders, payment confirmations, enrollment documentation and warning notifications 5 days before your power will be disconnected due to $0 balance. It is important that you have this service so that Power House can inform you of critical account information as soon as it becomes available. Power House will not charge your for these notifications but is not responsible for charges from your mobile phone provider.

What should I do if my mobile phone number or e-mail address has changed?

Please notify us immediately if your mobile phone number or e-mail address has changed. These lines of communication are the primary point of contact for Power House to supply you with important information about your account and service. To update this information please login to My Account at https://powerhouse.myaccount.energy/. You can also call our customer service number at 1-800-5-POWERH (1-800-576-9374) (toll–free Monday through Friday 8am to 5pm CST), to update this information.

Will I receive a monthly statement or bill?

No, Power House will not issue a monthly statement of usage. However upon request,
Power House will issue a Summary of Usage and Payment (“SUP”) delivered by e-mail or
if requested, United States Postal service for a small administrative fee. The statement
will include a summary of your usage and payment history. You can also obtain your
consumption information by logging on to your account at
https://powerhouse.myaccount.energy/.

How do I make a payment?

Power House makes it easy for customers to pay when it’s convenient for them.
To make a credit card payment 24/7 please visit
https://powerhouse.myaccount.energy/.
Or, call us toll free at 1-800-5-POWERH(1-800-576-9374). Representatives
are available to take your credit card payment Monday – Friday from 8am to 5pm CST. We accept
Master Card and Visa. You can also make a payment at an authorized Power House Payment Location,
to find a location near you please
click here.

What will I be charged?

You will be charged based on the amount of energy you actually use. The price
you pay for your electricity will vary depending on the price of energy and the
electricity plan you signed up for. You will purchase kilowatt hours at a variable
rate based on the current market price. Your balance will reflect the kilowatts
you have used along with a daily fee if applicable. Some plans may include an
account enrollment fee, prices will vary. Other fees, such as, TDSP move in fees,
self-selected switch fees or priority fees may apply. See your Electricity Facts
Label and/or Terms of Service for further information.

When I sign up with Power House Energy, when will electric service commence?

Electricity service at your residence will start on the later of the date you
selected during enrollment; or the business day of your first payment. Payments
made after 4 pm may not become active until 9 am the next business day. Electric
service will not start until you make your first payment.

Should I contact my old provider?

You do not need to give notice to leave your current supplier yourself because
Power House takes care of all of the transactions for you. Their service will
terminate upon start of your new Power House service.

What kind of energy sources does Power House Energy use?

Power House Energy purchases power from a variety of generation sources including natural gas, coal, nuclear, and renewable sources such as wind.

How will I know when my account balance is getting low?

Power House will notify you via email or by text message when your account balance has approximately five days of service left (based on your average usage). You will receive notifications daily until a payment has been made or disconnection takes place.

How long does it take to restore my power if it has been disconnected?

Once a payment has been received, Power House Energy will process your payment
within 1 hour and notify your TDSP of the reconnection (during regular business hours).
If the TDSP has an adequate connection with your smart meter, processing time is 2-4 hours.
If a connection cannot be made due to technical problems with your smart meter, a manual
reconnect must be performed that can take up to 24 hours.

If I decide to change my energy provider can I claim a refund of my unused balance?

Yes, if you decide to discontinue service with Power House Energy we will
issue you a check for the remaining balance of your account. Once you have submitted your request
for a refund Power House Energy will refund your balance within 10 business
days after receiving the final meter reading from your TDSP.

Is Prepaid Service offered to Critical Care and Chronic Condition customers?

No. Due to the serious health concerns for these customers, prepaid service is not available.

What do I do if I forget my numeric passcode or website login?

To reset your numeric passcode or website login please contact us at 1-800-5-POWERH (1-800-576-9374).Representatives are available to help you Monday – Friday from 8am to 5pm CST. You can also visit https://powerhouse.myaccount.energy/ and click on forgot password.